Head of Customer Success
15 hours ago
In demand SaaS product with consistent expansion
- Enterprise level clients
- Lead a team to international expansion
A fast growing and well funded Welly-based SaaS startup is looking for a B2B focussed Head of Customer Success. You’ll be leading a CS team and supporting the expansion of both the product and the team into new markets, including Australia and North America.
Their 7 strong SC team is likely to double over the next 12-18 months as well as expanding into those international territories to give them local coverage at the right time zones. They have a great startup mentality, with flexibility around working and a focus on doing great things the right way.
The success of the Sales and Customer Success team drive strategic objectives and company growth, in particular around Average Monthly Revenue, so a seamless and exceptional Customer Experience (CX) is essential to us reaching our goals. Leadership or your team, accountability to expectations, and consistent and diligent process management are core skills essential to this role.
**Responsibilities**
**Define and optimise customer journey**:
- Define the vision of a ‘above and beyond’ experience, and examine the various stages of the customer journey and identify gaps in customer-facing processes
- Define and oversee lifecycle processes/touch points, including partnership relationship management, onboarding process, “listening” points (e.g. on usage, NPS) around account health, to ensure customer engagement and use of the product remains high, whether new or many years with us
- Create and maintain standard materials for Customer Success lifecycle plays for the CS team and others as requiredIdentify opportunities for continuous improvement within Customer Success and Support workflows
**Drive true value for customers**:
- Be responsible and accountable for CX, including the pre-sales handover experience, onboarding experience, product understanding and use, and continued satisfaction for the entire lifetime of the customer
- Determine how to define, drive, and demonstrate the value (ROI) delivered to our customers
**Key account management**:
- Be responsible for key accounts that are defined as high value (influence, financial, opportunity gain value, partnership relationships, strategic importance) as their principal customer success manager
**Lead cross-functionally to drive customer success**:
- Gather feedback from other departments, including Product, Sales, Partners, Exec, and others, to improve the customer experience
- Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those
- Help foster company-wide culture of Customer Success, and educate teams on the role they play in the overall customer experience and how that contributes to Customer Success
**Drive alignment with Renewals, Expansion and Referrals**:
- Align with Sales team on renewal and referral strategy and focus on selling with a retention focus, for yourself and your team
- Ensure smart and smooth hand-off so customers have an excellent and consistent experience
**Support core CS metrics and reporting for our company and our team as a whole**:
- Ensure visibility of metrics to the broader team where appropriate
- Reporting monthly to Exec summarising the month prior against key metrics
**Recruit, mentor, grow and inspire a world-class team**:
- Communicate and motivate to drive performance
- Create a culture of massive customer delight
If you want be take part of one of Wellington’s tech success stories, at a point where they transition from disruptive startup to an international SaaS provider, reach out and let’s have a chat about it.
-
Head of Customer Success
7 months ago
Auckland City, New Zealand Starshipit Full timeEmpowering retailers to deliver great shipping experiences is what we do! As a rapidly scaling SaaS company, we are seeking a dynamic and experienced Head of Customer Success to join our team. We're looking for a senior leader with B2B SaaS experience, who can think strategically and muck in with operational activities. **The Role** **Key...
-
Customer Success Manager
1 week ago
Wellington City, New Zealand Objective Full time**About Objective**: At Objective, we create software that makes a difference. With over 400 people and 4 development labs spread across Australia, New Zealand and the United Kingdom, Objective is a leading developer of SaaS solutions for the government. **About the role**: The Customer Success Manager will collaborate with customers to ensure their...
-
Head of Customer
1 week ago
Wellington City, New Zealand H2R Consulting Full timeLocation: Wellington Type: Permanent / Full Time Reference: 453491 This fast-growing private sector company have achieved remarkable success since their inception in 2016 and have evolved to be a must-have service for their valued customers. As part of their growth they are now on the lookout for a Head of Customer to lead the Customer function. We’re...
-
Customer Success Specialist
1 day ago
Auckland City, New Zealand Waste Management Full timeWe have opportunities available for a Customer Service / Sales Support to join our Commercial team. Based at our award-winning head office in East Tamaki, Auckland the facilities are state-of-the-art, with onsite café and free car parking. **About the role** In this role, you will work alongside local and national business account managers, and the wider...
-
Customer Success Specialist
2 days ago
Wellington City, New Zealand FNZ Full time**A bit about us...** Hatch is all about investing for Kiwis, no matter how little or how much they have to start with. We care deeply about being **the investment platform Kiwis trust to grow meaningful wealth **. To do this, we know we need to give access to world-class investments, the tools to support investors when putting their money to work, and a...
-
Customer Success Advisor
4 months ago
Wellington City, New Zealand Boréalis Stakeholder Engagement Software Full timeAre you looking for a position that combines information technology and contribution to sustainable development? This is the challenge that awaits you at Borealis. The Borealis software solution has more than 5,000 users, who work to build trusting relationships with their stakeholders in more than 50 countries. It is therefore imperative that we provide...
-
Customer Success Specialist
3 months ago
Wellington City, New Zealand FNZ Full timeAre you a confident communicator who is looking to embark on their next career journey? We are seeking a driven self-motivated individual to join our Hatch team as a Customer Success Specialist. In this role you will work within a close-knit team to deliver top support to our customers. What you’ll do: - Document customer experience feedback and...
-
Customer Success Representative
7 days ago
Wellington City, New Zealand Verifone Full time**Why Verifone**: For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide. Verifone has a diverse, dynamic and fast paced work environment in...
-
Commercial Customer Success Specialist
6 months ago
Auckland City, New Zealand Waste Management Full time**Company Description** Waste Management NZ Limited is New Zealand's leading resource recovery, recycling and waste management provider. We’re committed to safeguarding our beautiful environment through sustainable management of our valuable resources. Put simply, sustainability is what we do. We have a great opportunity for a Customer Service / Sales...
-
Customer Success Champion
14 hours ago
Wellington, New Zealand Allfields Full timeCustomer Success Champion Allfields are looking for a technically savvy Customer Success Champion who possesses a strong drive for results to help our workplace learning products Cognise and Courso shine.This role exists to deliver an exceptional customer experience.Our ideal candidate is a go-getter ready to roll up their sleeves to help support existing &...
-
Customer Success Champion
2 months ago
Wellington, New Zealand Allfields Full timeCustomer Success ChampionAllfields are looking for a technically savvy Customer Success Champion who possesses a strong drive for results to help our workplace learning products Cognise and Courso shine. This role exists to deliver an exceptional customer experience. Our ideal candidate is a go-getter ready to roll up their sleeves to help support existing &...
-
Customer Success Manager
2 months ago
Wellington City, New Zealand NEC Corporation Full timeThis role will work closely with customers to deliver contracted services effectively, maximise future opportunities, manage contract renewals and address any escalations. As part of this role, you will be expected to continually look for ways to improve the customer experience and help them achieve their business goals. To be successful in this role, you...
-
Customer Success Specialist
1 day ago
Auckland City, New Zealand Fergus Full time**Great benefits including flexible working and career development**: - **Full training provided** Fergus is a 100% New Zealand owned tech company that builds awesome job management software. We're helping tradespeople around the world manage their businesses in a much smarter way. From site visits through to scheduling, quoting, invoicing, and much more -...
-
Customer Success Operations Manager
2 weeks ago
Auckland City, New Zealand MYOB Full time**We are MYOB** MYOB is a business platform. Our purpose is to help more businesses in Australia and New Zealand start, survive and succeed. Our team is continually growing, inventing, and disrupting conventions. To make all this happen, we are dedicated in creating an exceptional flexible employee experience for all team members and offer a culture where...
-
Head of Customer Experience
3 months ago
Wellington City, New Zealand New Zealand Government Full timeLeadership role focused on outcomes for water service provisions - Opportunity to further in-bed practices and customer engagement strategies - Petone based position, through to June 2025 Due to internal secondment Wellington Water have a fixed-term position until June 2025 for a Customer Experience leader with a strategic and analytical approach to...
-
Customer Success Account Manager
15 hours ago
Wellington City, New Zealand Microsoft Full timeMicrosoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...
-
Sr Customer Success Manager
1 week ago
Wellington City, New Zealand SAS Full time: **Area**: New Zealand, Wellington **Division**: Customer Success **Position**: Sr Customer Success Manager **Summary** The Customer Success Manager (CSM) is responsible for establishing and building broad relationships with SAS customers to identify strategic opportunities to drive customer value, onboarding, adoption, and retention at SAS customers....
-
Senior Customer Success Lead
4 days ago
Wellington City, New Zealand Datacom Full timeOur purpose Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in. Our continued commitment to deliver excellence to our customers is built around a true partnership approach. **About the Role**: As a Senior Customer Success Lead based in Wellington,...
-
Customer Success Specialist
7 months ago
Auckland City, New Zealand Give A Grad A Go Full timeSalary of $57,000 + KiwiSaver Contributions - Well structured onboarding and training programs - Hands on training and support **Are you looking for a role in a rewarding not for profit?** **Company Profile - Not for profit** This not-for-profit organisation are pioneers in the ticketing industry. With offices in Sydney, NZ, and the USA they are looking to...
-
Customer Success Manager
1 week ago
Auckland City, New Zealand SAP Full time**What we offer** *** Within Cloud Success Services, we drive world-class customer experiences and successful business outcomes by passionately championing and celebrating the success of our customers. We inspire and empower people to lead, orchestrate, and deliver sustainable customer value. The Enterprise Support Regional Delivery Unit is a regional...